Triage and Needs Officer

Wiltshire Council; Trowbridge; Hybrid; GBP 30,000 - 32,000; Full time

Job summary

Wiltshire Council in the United Kingdom is seeking a Housing Triage and Needs Officer to be the first point of contact for residents seeking housing advice, support or emergency help. You will assess needs, provide guidance and help people navigate difficult situations such as homelessness or domestic abuse.

You will work closely with a supportive team and partner agencies, using strong communication and sound judgment based on housing law and policy.

Qualifications

• Experience in housing, advice, or care services.
• Strong communication and problem-solving skills.
• Understanding of housing law and policy.

Responsibilities

• Assess residents' housing needs and provide guidance.
• Refer to appropriate services for homelessness or abuse.
• Record cases accurately using IT systems.
• Work with partners to ensure timely support.

Skills

Strong communication

Problem solving

Empathy

IT systems

Tools

Housing databases

Job description

Salary:£30,023 - £32,046 per annum

Hours per week:37 hours

Interview date:To be confirmed upon shortlisting

We’relooking for someonewho’spassionate about helping people and ready to make a real difference!

As a Housing Triage and Needs Officer,you’llbe the first point of contact for residents seeking housing advice, support, or emergency help.You’llassess needs, offer guidance, and help people navigate difficult and often sensitive situations such as homelessness, domestic abuse, or serious illness.

We’relooking for a skilled communicator who can build trust quickly - someone who listens, understands, and responds with empathy and professionalism.You’llassess housing needs, provide advice, and help people facing homelessness, domestic abuse, or other housing crises.

You’llwork closely with a supportive team and partner agencies, ensuring people receive the right help at the right time. Every day is different, and your work will have a direct impact on the lives of vulnerable individuals and families.You’llneed to be confident, compassionate, and able to make sound decisions based on law, policy, and individual circumstances.

You’llbring experience from housing, advice, or care services, along withstrong communicationand problem-solving skills.You’llbe comfortable working independently, managing your time, and using IT systems to record and track cases. A good understanding of housing law and the challenges faced by people in housing need will help you thrive in this role.

Ifyou’reready to be part of a vital frontline service that changes lives every day,we’dlove to hear from you.

Why us?

Wiltshire Council is a friendly, welcoming place to work, with a 'One Council' ethos. Find out more about Our Identity, staff networks, and employee benefits here.

Our hybrid working model means office staff are on site for at least half their hours, community-based staff carry out at least half their admin time in a workplace, and customer‑facing roles work entirely from their service location.

We are committed to creating a workplace where positive relationships thrive and everyone feels engaged, supported and able to do their best. We do not tolerate discrimination, bullying or harassment. Everyone is expected to promote a culture of inclusion, dignity, trust and respect, guided by our vision and Our Identity.

Contact details

Holy Holstead‑Collins, Housing Solutions Team Leader, at [e-mail].

Application criteria

While we welcome applications from job seekers who require skilled worker sponsorship, we are not able to issue a defined certificate of sponsorship due to limitations in our sponsorship capacity.

We are firmly committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and to the principles of inclusion and diversity in both employment and the delivery of services.

Statement of commitment to equality and inclusion

Disability Confident Employer

Application process

Wiltshire Council does not accept unsolicited CVs or candidate details from recruitment agencies that are not appointed under a current, valid contract or approved supplier arrangement (including through our neutral vendor, Comensura).

Submission of unsolicited CVs or candidate details to the Council, whether directly or to individual employees, will not be considered as an introduction and will not create any obligation on the Council to pay any fees. If a candidate whose details have been submitted speculatively is subsequently appointed through a compliant route, no agency fee will be payable in respect of the unsolicited submission.

Agencies wishing to work with the Council must do so only via our approved procurement processes and neutral vendor arrangements.